I have 5 watches that I have purchased at the London Watch Kendall over the years (as fare back as 1992). Never any problems; however, I took one of my watches that I purchased from them to replace the battery (May 13, 2013) and they scratched the bottom while unscrewing to replace.. When I told them in a nice way they (husband and wife owners) became very defensive and said it was not them. They also said it was an old watch so it must have been scratched somewhere else.. No!! The watch along with the other four have been taken care of like they are collectables. It was the first time I had taken it anywhere to change the battery... Like I said I never had a problem there but the way they acted with a long time customer after bring to their attention the situation was in my opinion like a very poor run mom and pop store. Never again will I purchase or take another watch for service there.